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# IT Service Desk Tier II

- **Company:** Tri-City Group
- **Location:** Davenport, IA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Business Software, Software Documentation, Computer Maintenance, Microsoft Office, Windows Remote Assistance, Remote Desktop Services, Software Deployment, Information Technology, Network Server, Cisco
- **Published:** October 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5992a6b2d0b7bb77

## About the Role

* Critical thinking & problem solving
 * Ability to research and solve issues independently
 * Good interpersonal skills & collaboration
 * Excellent written and verbal communication skills
 * Dedication to process improvements
 * Maintain accurate system documentation
 * Security awareness and sound technical judgment
 * Ability to manage multiple environments, tickets, and deadlines simultaneously
 * Strategic awareness, * Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
 * Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance
 * Proficiency in Windows and macOS operating systems
 * Strong working knowledge of servers, networking, and Microsoft 365
 * Familiarity with ITIL processes and incident management tools

Preferred Qualifications:

 * Experience working in a SOX-compliant environment
 * Microsoft, CompTIA, or Cisco certification

## Description

* Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
 * Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
 * User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
 * Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
 * Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
 * Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
 * Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
 * Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
 * Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
 * Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
 * Other duties may be assigned, as needed.